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About the Role
This position is responsible for helping customers achieve their financial goals by providing outstanding service in a courteous, professional, and ethical manner. Customer solutions specialists are cross-trained to handle operational, customer service, and product/service tasks efficiently and effectively. They also serve in a leadership role and are experts in small business, technology, and consumer lending.
Responsibilities
- Proactively engages with customers inside and outside of the branch, informing and educating them through various experiences including digital and public presentations.
- Assists with branch events and initiatives, providing efficient, accurate, and courteous customer service.
- Engages with the community through networking events, branch-coordinated events/initiatives, and community education.
- Makes business development calls to area businesses and refers commercial loans and cash management services to business partners.
- Maintains expert knowledge of the Bank’s products and services.
- Identifies and actively engages customers to determine needs and goals.
- Recommends and creates customized solutions, opening and processing all types of consumer and business deposit accounts, consumer, retirement, and small business credit solutions.
- Participates in business development, onboarding, and retention activities.
- Interviews loan applicants objectively, recommends appropriate consumer loans, credit cards, equity loans, and some residential and small business products based on needs and ability to repay.
- Follows consumer and small business loans from application to closing efficiently and accurately.
- Demonstrates small business, technology, and consumer credit skills for more complex and specialized customer needs.
- Assists with monitoring and evaluating performance in conjunction with the Customer Solutions Manager, providing feedback to enhance customer sales and service efforts.
- Provides input for performance reviews, training milestones, and promotional recommendations.
- Performs a variety of transactions to service the customer including processing deposits, withdrawals, payments, check cashing, commercial teller transactions, coin orders, cash advances, and traveler’s checks.
- Assists customers with account maintenance, CD renewals, address changes, research requests, check ordering, debit card orders, safe deposit access, and notary services.
- Effectively demonstrates online banking and mobile banking services.
- Balances transactions and cash at the end of the day, balances ATM, and participates in the branch settlement.
- Assists staff in performing duties, as needed, such as balancing and resolving account problems.
- Provides policy overrides on the computer system to process transactions.
- Performs branch safety and soundness responsibilities.
- Processes vault transactions; orders and ships cash.
- Verifies all cash transactions.
- Balances vault and ATM cash and branch.
- Ensures the security of various systems and cash storage.
- Maintains building keys, security, and vault combinations with opening/closing responsibilities.
- Serves in an on-call capacity for ATM and alarm systems.
- Ensures that transactions are processed accurately and proper documentation is completed.
- Promotes the Bank’s products and services and maintains active participation in community affairs.
- Adheres to bank policies and procedures related to regulatory compliance requirements applicable to the job function.
- Performs related and unrelated duties as may be needed.
Requirements
- A.S. or equivalent required.
- 3 plus years of cash handling, customer service, lending, supervisory, and problem-solving experience required.
- Must demonstrate effective coaching experience.
- Must be able to train and motivate Financial Care Professionals.
- Successful completion of the small business, technology, leadership, and residential lending training milestones.
- Effective customer service, verbal & written communication, math, problem-solving, and organizational skills required.
- Detail-oriented and able to multi-task.
- Able to use various types of office equipment, including computer.
- Able to lead by example.
- Effective coaching and mentoring skills essential.
- Tech-savvy – use of and able to demonstrate features of banking technology with customers using a variety of tools.
- Proficient use of Microsoft Word, Excel, Outlook, and PowerPoint software applications is essential.
- Activity learns, demonstrates, and fosters the Chelsea Groton Bank culture.
- Physical requirements include the ability to move to various locations including the vault.
- Ability to lift up to 15 pounds on an interim basis.
- Flexibility to bend and reach.
- Satisfy professional state-licensing requirements prior to engaging in loan origination activities on behalf of Chelsea Groton Bank as required by the SAFE Act and state banking laws.
Skills
- Cash handling
- Customer service
- Lending
- Supervisory
- Problem solving
- Coaching
- Training
- Motivating
- Customer sales
- Customer service
- Verbal communication
- Written communication
- Math
- Organizational skills
- Multi-tasking
- Office equipment operation
- Computer operation
- Leadership
- Coaching
- Mentoring
- Technology demonstration
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Online banking demonstration
- Mobile banking demonstration
Location
- All Locations
Work Type
- Full-time
Experience Level
- 3 plus years
Education Level
- Associate's Degree
About the Company
- Chelsea Groton Bank culture